Return & Refund Policy
At Jacob Allen Timepieces, we want you to shop with confidence. We are committed to providing authentic luxury timepieces and a professional buying experience. If you need to request a return or exchange, please review the policy below carefully, as all returns are subject to approval and must meet the conditions outlined here.
Return Eligibility
Eligible items must be returned within 7 days of the confirmed delivery date. To qualify for a return or exchange, the watch must be unworn, unaltered, and in the same condition in which it was received. All original packaging, accessories, manuals, warranty cards, hang tags, box, papers, and any other included contents must be returned in full.
A 5% restocking fee applies to all approved return and exchange requests. Due to the high-value nature of our products, an unpacking video is mandatory and will be required in the event of an incorrect item, missing item, shipping damage, or any product-related discrepancy reported after delivery.
Non-Returnable Items
Special orders, sourced watches, custom pieces, engraved items, sale items, promotional purchases, and watches marked as Price on Request or final sale are generally not eligible for return or exchange. If you have questions about the eligibility of a specific watch before purchase, please contact our team for clarification.
Condition Requirements
Returned watches must show no signs of wear, use, damage, resizing, tampering, polishing, modification, or alteration after delivery. Any item that does not arrive back in its original condition may be denied, subject to partial refund, or returned to the customer at our discretion.
How to Request a Return
To begin a return or exchange request, you must contact Jacob Allen Timepieces within the 7-day return window and provide your order number along with the reason for the request. If your request is approved, our team will provide return instructions. Please do not send back any item without receiving authorization from our team first.
Packing and Return Shipment
Once return authorization has been provided, the watch must be securely repacked using its original packaging with all included contents. Customers are responsible for return shipping costs unless otherwise agreed in writing. We strongly recommend using a secure, trackable, and fully insured shipping method for any approved return shipment.
Refund Processing
Refunds are generally processed within 5 to 7 business days after the returned item has been received, inspected, and approved. Refunds will be issued to the original payment method unless otherwise agreed. Original shipping charges are non-refundable unless the return is the result of an approved shipping error or verified fulfillment issue.
Exchanges
Approved exchanges are also subject to the same return conditions and the 5% restocking fee. If you would like to exchange your watch for another piece, our team will assist you with the available options once the returned watch has been received and approved following inspection.
Incorrect, Damaged, or Missing Items
If your order arrives incorrect, damaged, or incomplete, you must contact us promptly after delivery. An unpacking video of the package and product is mandatory and will be required to support any such claim. This requirement helps protect both the customer and Jacob Allen Timepieces when reviewing high-value shipment issues.
Authenticity Concerns
If you have any concern regarding the authenticity of a watch purchased from Jacob Allen Timepieces, please contact us immediately. We stand behind the authenticity of every timepiece we sell and will review any concerns seriously and promptly.
Right to Refuse
Jacob Allen Timepieces reserves the right to refuse any return, exchange, or refund request that does not comply with this policy. This includes requests submitted outside the approved return period, items returned without authorization, or products that do not meet the required return conditions.
Contact Us
If you have any questions about this Return & Refund Policy or would like assistance with a recent order, please contact our team using the information below.
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